Refunds and returns

Last updated: 1 September 2026

Cancelling before dispatch

An order can be cancelled at any time before it ships. Most orders are dispatched within 24 hours of payment clearing, so contact theteam@concretemould.co.uk with the order number as soon as you can. Once picking and packing have started, the order is handled under the return terms below instead.

Changing your mind

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have 14 days from delivery to cancel a distance purchase without giving a reason, and a further 14 days to send the goods back. This store gives you 15 days from purchase to start a return, which sits alongside the statutory right above rather than replacing it.

To be accepted, a change-of-mind return needs the product in its original packaging, complete, handled only as much as was reasonably necessary to inspect it, and the order confirmation or other proof of purchase from this website. We cannot accept returns of items bought from a third-party retailer.

You pay the direct cost of returning the goods to the warehouse the parcel was sent from. We do not charge a cancellation, restocking, service, packing or handling fee for exercising this right.

Faulty, damaged, incomplete or wrong items

Tell us straight away, and in any case within 30 days of receiving the order, if a parcel arrives damaged, an item is missing parts, the wrong product was sent, or the order never arrives. Send the order number and photographs of the item and the packaging. In these cases we arrange the return at our cost and put it right.

Goods sold in the UK must be of satisfactory quality, fit for purpose and as described under the Consumer Rights Act 2015, which gives a short-term right to reject within 30 days and a right to repair or replacement after that. Those remedies are separate from the withdrawal right above and are not affected by it.

Refunds

An approved refund is processed within 24 to 48 hours of the returned item reaching us, back through the original payment method. How quickly it then appears depends on your card issuer or PayPal. If you would rather hold the value as credit against a future order, tell us when you start the return.

Dispute resolution

If a complaint is not resolved with us directly, you can get free advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk, which can refer the matter to Trading Standards. We are not currently signed up to an alternative dispute resolution scheme.

Starting a return

Email theteam@concretemould.co.uk with the order number, the product and the reason. Do not send card details or payment credentials by email.

Please have this returns policy reviewed by a qualified UK consumer-law adviser before launch.